JOB DESCRIPTION

Role title: Store Manager (Service Centre stores) Version No:

Reports to: Regional Manager Function: Sales – Retail
GGS: Location: Store Based
Organisation Retail Operates within the Channels & Trading function. The Store Manager reports to a
structure & Regional Manager who in turn reports to a Regional Head of Stores. The Head of Stores
department profile: reports into the Retail Director.

A Store Manager of a Service Centre store leads an in-store team, and works as part
of a regional team, to consistently:
Role purpose: o deliver a Personal, Simple and Brilliant customer experience
o create a brilliant colleague experience
o contribute to sustainable business success
 You’ll actively create a welcoming store culture and put the customer at the heart of
every decision.
 You’ll build and lead your team through:
o Shop floor management and complex rota management
o Coaching colleagues on the shop floor
o Conducting team briefings and meetings
o Recruitment, induction and onboarding activity
o Performance reviews and personal development discussions
 You’ll monitor and manage your customer and commercial KPI’s, and work with your
team to ensure that customers’ experience is consistently Personal, Simple and
Brilliant.
 You’re responsible for the operational excellence of your store, so you’ll spend time:
o Managing Health and Safety
Key o Ensuring compliance and store standards
Responsibilities & o Personally addressing customer feedback (including complaints)
Accountabilities: o Creating team rotas
o Overseeing stock count
o Visual merchandising, including “point of sale”
o Owning all ad-hoc people issues
 You’ll build and maintain strong relationships with our service partner – both in-store
engineers and field managers
 You’ll lead change in your store, so you’ll need to keep up to date with the EE/BT
strategy and vision, as well as what’s going on in the external environment. You’ll help
your team to understand the “why” of change, and you’ll implement and sustain
change with your team. You’ll create and sustain great relationships, including with
your Regional Manager and Regional Commercial Manager.
 Finally, you’ll play an active role in your Regional Leadership Team, contributing ideas
for continuous improvement, supporting cross-regional moves, and building a strong
network through clear and regular communication.
Key Challenges: Using your time effectively to deliver customer and commercial KPIs whilst maintaining
the operational excellence of your store, building team capability and engagement,
(in priority order) leading change and playing an active role in your Regional Leadership Team.
Manages people? Yes
If yes, direct or virtual (project)? Direct
Responsible for:
People
allocation of work (task based) Yes
Management:
setting direction (objective based) Yes
performance management Yes
recruitment Yes
absence management Yes
No of direct reports: Varies by store
Overall team size (headcount): Varies by store
 You will work closely with our service partner (both in-store engineers and field
Comments:
managers) but will not directly manage the in-store engineers.
Cost centre manager Yes
OPEX responsibility Yes
Financial:
CAPEX responsibility No
P&L responsibility No
Financial Impact A Store Manager is expected to deliver Commercial (and Customer) targets and has
comments: some autonomy around expenditure for their store.
Within own store:
 Assistant Managers, Advisors
Key Relationships: Within own function:
(level, nature &  Store Managers, Regional Managers, Regional Commercial Managers
purpose) Across other function:
 BT Subject Matter Expert teams, Credit risk and Finance, EE RIO and Store Support
External suppliers:
 Manufacturer representatives
 Service partners (in-store and field managers)
Customers:
 Local customer base
EE values Person, Simple, Brilliant
 Experience of leading a team in a customer-facing setting to deliver
Critical Knowledge must have:
sustainable service & commercial results.
and Experience
nice to have:  Experience of managing a store
As a leader, you’ll need to stay connected to our Customers, to the Business, and to our
People. The behaviours and skills you’ll need are:
Solution Focused Achiever
You set high standards for the quality you deliver, clearly outlining expectations for
yourself and others. You deliver and coordinate activities and respond positively to
challenges. You identify and implement plans to overcome obstacles and achieve
ambitious goals.
Bold Decision Maker
You make critical and urgent decisions, considering risk and impact despite uncertainty
or limited information. You break down problems and make decisions using analysis,
intuition and expertise. You solve problems to help your business unit achieve its goals,
and provide expertise and insight to support bold decisions.
Customer Champion
You prioritise the delivery of a brilliant customer experience, promoting a ‘customer-
centric’ environment within your team and your in-store service partner. You make sure
your team understands the customer's needs and expectations. You use operational
and technical expertise to deliver brilliant experiences.
Collaborative Partner
Behaviours You develop great working relationships with stakeholders and service partners, sharing
knowledge and collaborating. You build internal and external relationships, collaborating
both operationally and technically to deliver business results.
Commercial Thinker
You approach complex, business-critical problems with thought and insight. You
develop and implement ideas that benefit our business, using understanding of internal
commercial insight and the latest external thinking.
Change Agent
You enable change, inspiring others to adopt new things, share ideas & support a culture
of progress & advancement. You support change initiatives locally, adapt quickly and
deliver change effectively.
Team Coach
You build high performing cultures within large teams, coaching and supporting your
team to deliver effectively together.
Inspiring Communicator
You make it a priority to share critical business messages, sharing communications that
are meaningful and transparent. You create inspiring messages, considering different
perspectives and delivering simple communications. You manage upwards through clear
and open communication.